Senior Process Analyst

Marsh McLennan•Boston, MA

1d•$74,600 - $139,100•Hybrid

About The Position

The Senior Process Analyst is a subject matter expert who consults, educates, and facilitates improvements across business unit efficiencies, customer experience, and workflow design. You will partner with key stakeholders to optimize our service delivery, internal KPIs and overall quality controls that help our market leading Customer Service offerings. This is a business process driven role that requires a strong understanding of our product offerings, the ability to leverage underlying data and transform into actionable insights. You will drive continuous improvement for MMA-Northeast across business units, including Business Insurance, Private Client Services, and Employee Health & Benefits. Working with business leaders, you will identify, plan, and execute initiatives that improve quality, increase productivity, and elevate service levels by leveraging appropriate technology and standardizing processes across offices. This role reports to the Director of the Business Solutions Team.

Requirements

3+ years of direct insurance experience in a corporate or professional services environment, AND/OR 3+ years managing process improvement projects
LEAN / Six Sigma Certification(s)
Project experience with quantifiable improvements
Data analysis
Proficiency in data cleaning and preprocessing
Experience with data manipulation tools such as Excel and SQL
Reporting
Ability to create clear and concise reports that summarize data insights
Experience with reporting and BI tools, such as Microsoft Excel and Power BI
Strong written and verbal communication skills to present findings
Data visualization
Proficiency in creating charts, graphs, and dashboards

Responsibilities

Lead LEAN improvement initiatives, independently and with cross-functional teams—to enhance MMA-NE service delivery.
Implement projects using Agile methodology, ensuring agreed objectives are met.
Participate in national MMA committees related to systems, operations, and training.
Communicate effectively with internal and external customers in both oral and written formats. Present organized, professional, and solution-focused information using multiple delivery methods. Promote open, honest, and proactive two-way communication among stakeholders and vendors.